Job Description

Contact Center Analyst - Dutch Speaker

Oeiras, Portugal R1445031

Oeiras, Portugal

Descripción del puesto

As a Contact Center Analyst you are the primary contact for patients and Healthcare Professionals (HCP) participating in a clinical study. You will support several studies/programs such as medical information inquiries, supporting pregnancy registries, and collecting patient reported outcomes (PROs) over the phone. You will facilitate completion of protocol-specific tasks remotely using the telephone, email, fax and various portals. Full training is provided, no experience necessary.

Some of the duties include (but are not limited to):

Providing information and follow up to incoming calls and emails per project direction
Administering informed consent verbally or online
Following up with patients and or HCPs per protocol
Collecting and entering data in the study electronic data capture system (EDC) per protocol
Recognising and escalating any AE/SAE according to protocol
Resolving any data queries
Maintaining investigator site file as necessary

Our ideal candidate

Education & experience:

College certificate or equivalent experience
Previous experience in a BPO with technology support or clinical is a plus
Knowledge of Pharma industry is a plus
Customer service experience is a plus

Essential skills:

Dutch language - fluent
English language - professional proficiency
Windows Operating System
Microsoft Office

Competencies for success:

Strong communication skills
Ability to work under pressure
Team player
Ability to learn quickly
Empathy
Thorough
Methodical

• If you're not an EU citizen you must have a resident visa or a permanent visa for Portugal.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.

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